This document discusses case management and the Camunda platform. It begins with an introduction to Bernd Rücker from Camunda and provides details about the company. It then discusses the differences between structured and unstructured work processes. Case management (CMMN) is presented as a better model for unstructured "knowledge work" compared to BPMN. An example of an underwriting case is modeled in CMMN. The document concludes with a discussion of how BPMN, CMMN, and decision modeling (DMN) fit together in the Camunda vision.

1. Schreckgespenst Case
Management?
bernd.ruecker@camunda.com | berndruecker

2. Hallo!
Bernd Rücker
Co-Founder of camunda
> 10+ years experience
with workflow and Java EE
@berndruecker
bernd.ruecker@camunda.com
Camunda
Open Source BPM Platform
Based in Berlin + San
Francisco
No Venture Capital
~ 30 people - growing

3. Operatives Prozessmodell im POC*
*POC = Proof of Concept
Prozessmodell vereinfacht

4. + + +
#{script
&& el}
Prozessautomatisierung

5. Ergebnis trifft auf Realität
“Ich weiß noch gar nicht ob wir
ein Gutachten brauchen – das
entscheidet Herr Müller später
wenn wir das Rating haben
“Oh – Boni-Unterlagen müssen
wir übrigens erneut anfordern
wenn sich während der Prüfung
neue Informationen ergeben –
z.B. über die Presse.
“Ab und zu merken wir beim
Erstellen des Ratings dass dies
doch nicht notwendig ist.
“Die Reihenfolge
wird übrigens
sowieso nicht immer
eingehalten…

6. Jetzt gibt es zwei Möglichkeiten
1.
Hier arbeiten „Knowledge
Worker“
2.
Hier fehlt es an Disziplin

7.  Published by OMG in May 2014 as the BPMN-equivalent for „Cases“
 „Activities that are not so predefined and repeatable, but instead
depend on evolving circumstances and ad hoc decisions by knowledge
workers regarding a particular situation”
 Typical Use Cases:
−application and claim processing in insurance
−patient care and medical diagnosis in healthcare
−exception handling, e.g. problem resolution in call centers, invoice
discrepancy handling, data validation errors, …
 See http://www.omg.org/spec/CMMN/1.0/
 Camunda shipped CMMN 1.0 implementation with 7.2
CMMN

8. Der „Fall“ Kreditüberwachung in CMMN*
Case (Fall)
Stage
(Phase)
Milestone
(Meilenstein)
Sentry
(Wächter)
Task
(Aufgabe)
* Case Management Model and Notation
Version 1.0 – Mai 2014

9. Example: Underwriting
* Not (yet) defined by BPMN
standard – vendor extension

10. Do it in BPMN?
There are workarounds – but
this is hard to model in BPMN.
You need more flexibility for
the „Knowledge Worker“
It is hard to give a stable
ordering of the tasks!
Flexibility needed.
100 % standardized –
no flexibility needed

11. Underwriting as CMMN

12. CMMN explained
Human Task –
automatically
activated
Process Task –
manually
activated
Milestone
Sentry – controls if
the Milestone is
reached
Sentry – controls if
the User Task is
enabled
Connector – to
visualize
dependencies
(no sequence flow!)

13. CMMN can call BPMN
* Defined by CMMN
standard

14. CMMN can be best explained via UI

15. Example UI for Case Instance
Task Form – to work
on Human Task and
see context from case
Case Context (could
show or link more
information)
Case Activities –
provided by engine,
correspond to lifecycle

16. Task Lifecycle

17. Lifecycle Mapped on UI
not shown!

18. Demo
Source code available:
https://github.com/camunda/camunda-consulting/tree/master/showcases/underwriting

19. CMMN might be more complex (and powerful)
Sentry might take
data (variables)
into account.
A stage is one
„phase“ in the
case.
Exit Criterias can
mark results of a
case.

20. By the way…
We are currently
working on DMN
(Decision Model and
Notation).
Can be used in BPMN
or CMMN (or
standalone).

22. Rot & Blau
Quelle: Gerhard Wohland - Denkwerkzeuge der Höchstleister, Murmann 2007

23. Structured vs. Unstructured work
Unstructured Processes
Nonroutine Work
Structured Processes
Routine Work

24. Typical patterns
Preparation Processing
Evaluation or
Decision
(by expert)
e.g. scanning,
validating, storing
master data, loading
additional data or
querying services, …
e.g. creating
policy/order/...,
provisioning, sending
letters, billing, ...
Automated Processing
Execption
Handling
e.g. manual processing,
correcting data and continue
automated processing, calling
customer to discuss, ...

25. Existant…
Nonroutine Creative Work
Interessting topics to look at in future:
Adaptive Case Management, Process Mining, …
But does it
scale?

26. Also: Dunkelverarbeitung

27. Question of maturity
End-to-End Process
End-to-End Process
some
reamining
manual work
GOAL
(in 10
years)
NOW
Automated
Snippet
Automated
Snippet

28. Use the right tool for the job!
Unstructured Processes
Nonroutine Work
Structured Processes
Routine Work

29.  BPMN (+ Extensions)
 CMMN
 Aufgaben-Management
(flexibel)

30. BPM & camunda BPM Vision
Workflows Cases Decisions
DMN

32. Adaptive
Case
Management
(ACM)
damn it – BPM gets
boring – let‘s coin
another term!

33. Type (level of
adaptivity)
Systems / languages /
means
Example
Adaptive Ontologies, Semantic
models, ObACM (‘ontology
based ACM’)
Learning knowledge, inference of results rather
than static queries, changes on the fly to
activities, addition of new activities, changes to
data structures, one (NON IT centric)
vocabulary
Guiding Analytics in ACM decision
dashboard, integration of
statistical means (e.g. R),
Collaborative Decision
Making (CDM), Social BPM
Others have done ABC in your current context,
rules bases reasoning, sharing of knowledge
across contexts. ACM engine suggest best next
steps; user picks one, rules / statistic
framework integration. Still finite set of a priori
defined activities (known already at design
time).
Dynamic BPMN / workflow engine /
ACM
More dynamic workflows. Typically using
features like events in BPMN or like business
rules for gateway logic. Often list of possible
steps is dynamically read from external places,
like Excel sheet. First ACM engines address this.
Finite set of a priori defined activities (known
already at design time),
Predefined BPMN / workflow engine Static workflows – a priori defined activities (all
known during process design), static,
changeable through IT only.
Grad der Adaptivität
Quelle: Hajo Normann, Clemens Utschig-Utschig, Jürgen Kress, Torsten
Winterberg in „Thriving on Adaptability: Best Practices for Knowledge Workers”
Das ist
eigentl. ACM
und das funktioniert
schon heute
CMMN

34. Vielen Dank – Fragen? Sprecht uns
an – am
camunda
Stand!